2009, the CPUC issued a Decision adopting
Order (GO) 133-C,
which specifies telephone service quality standards for network technical
quality, customer service, installation, repairs, and billing. As a result of
this Decision, the CPUC issued its Telephone
Carrier Service Quality Report”
in March 2011. This report showed sub-standard service quality based on data
provided by telephone companies, as well as provided information regarding
outages in AT&T’s and Verizon’s networks impacting 250,000 customers in
Southern California during the winter storms of December 2010 and January 2011.
December 2011, the CPUC initiated a Rulemaking to:
telephone companies’ performance in meeting service quality standards.
whether existing GO 133-C service quality standards and measures are
adequate and relevant to the current market and regulatory environment.
whether there is a need to establish a penalty mechanism for sub-standard
May 2012, the CPUC issued Ruling
requiring telephone carriers to provide data on issues such as:
outages of 2010-2011
standards for service quality
networks are monitored
February 2013, the CPUC issued a Decision
directing CPUC staff to hire a consultant to evaluate telecommunications
facilities, and ordered AT&T and Verizon to split proportionally the
costs of the study based on their respective share of total intrastate revenues.
The cost of the study was capped at $1.5 million. The CPUC has not yet performed
2014 CPUC Staff Report
September 2014, the CPUC issued a Ruling asking
parties to comment on its Staff Report, “California
Wireline Telephone Service Quality Pursuant to General Order 133-C, Calendar
Years 2010 Through 2013,” which includes:
on the performance of wireline carriers under the CPUC’s current
measurement and reporting standards.
that AT&T and Verizon failed to meet standards for Out of Service Repair
Intervals and Verizon failed to meet standards for Answer Time.
penalty / incentive methodology
to the methodology of Out of Service Repair Intervals
quality rules on interconnected VoIP and wireless carriers
2015 CPUC Staff Report
February 2015, the CPUC issued another Staff Report via a Ruling and
seeking stakeholder input. The Staff
Report proposes modifications to General Order 133-C that would require:
and disaster outage reporting
outages concurrent with FCC Network Outage Reporting
outage reports for Interconnected VoIP
CPUC Proposed Modifications to Reporting Outages and Disruptions for
December 29, 2015, the CPUC issued a Ruling
proposing updates to its General Order 133-C regarding telephone service quality
standards. The CPUC Ruling proposes to adopt the FCC's rules for reporting
communications disruptions and outages for all communications entities under
CPUC jurisdiction (aka Network Outage Reports System - NORS).
ORA's Policy Position
Modification to CPUC Rules for Service Quality Standards
supports the CPUC’s Service Quality Rulemaking to require interconnected Voice
over Internet Protocol (VoIP) and wireless providers to provide a copy of their
Network Outage Reporting System (NORS) reports, which they file with the FCC.
NORS reports provide relevant public safety information that the CPUC should
monitor to ensure the reliability and quality of services provided by all
telephone corporations. As the number of VoIP California subscribers continue to
increase due to the adoption of newer technologies, it is necessary to monitor
all service outages to ensure that California consumers can rely on their
ORA's February 12, 2016 Comments
on updates to CPUC General Order 133-C.
CPUC Staff Reports
supports key elements of the February 2015 Staff Report, including:
customer refunds for service outages when the level of such outages exceed
penalties for failing to meet the minimum standards.
outages concurrent with FCC Network Outage Reporting.
911 and disaster outage reporting.
the application of the minimum service quality and reliability standards to
wireless and all interconnected VoIP service providers.
makes further recommendations, including:
the threshold for reporting major outages to 90,000 user minutes from
900,000 user minutes in order to ensure significant outages are reported,
particularly in rural areas.
outage reporting to include not just customer-initiated trouble reports but
also outages discoverable by telephone corporations.
the independent evaluation ordered by the CPUC in February 2013 to gauge the
condition of the telecommunications infrastructure and facilities in the
state and provide the basis for ensuring that they can support a level of
service consistent with public safety and reliability.
ORA’s March 30, 2015 Opening Comments on the February 2, 2015 CPUC Staff
expects to file Reply Comments on April 17, 2015 on the 2015 CPUC
ORA’s October 24, 2014 Opening
Commentson the CPUC’s September 2014 Staff Report.
ORA’s November 13, 2014 Reply
Comments on the CPUC’s September 2014 Staff Report.
Carriers’ Service Quality Reports